Senior ITIL Change/Release Manager
Blue Cross Blue Shield of North Carolina - Durham, NC

This job posting is no longer available on Blue Cross Blue Shield of North Carolina.

The objective of ITIL Service Transition is to build and deploy IT services and make sure that changes to services and Service Management processes are carried out in a coordinated way. Change and Release Management are services under the ITIL Service Transition process.
The ITIL Change/Release Manager will serve in two roles; as an ITIL Change Manager and an ITIL Release Manager. When serving in the role as ITIL Change Manager, this position is responsible for ensuring that standardized methods and procedures are implemented and used for the efficient handling of significant change, allowing for minimal disruption of service to the business and a reduction in back-out activities. When functioning as an ITIL Release Manager, the position is responsible for planning and controlling the movement of large or complicated releases to test and live environments and ensuring that the integrity of the live environment is protected and that the correct components are released.
Ensure ITIL Service Transition services are managed, operated and supported in accordance with the ITIL service model
• Facilitate Change Advisory Board meetings; provide for the scheduling of change requests
• Provide appropriate and timely communication about change so that stakeholders are aware and are ready to adopt and support the change
• Maintain and uphold Change and Release policies and procedures in accordance with ITIL processes
• Maintain open communication and good working relationships with departments that participate in Change and Release Management and help define ways to increase internal and external client satisfaction
• Regularly review and suggest updates to the ITIL v3 Process Architecture toolkit
Manage day to day functions to ensure the efficient handling of change with minimal disruption to the business
• Monitor, review and approve change requests, scheduling them with minimal impact to the business
• Manage change to minimize the severity of any impact or disruption
• Provide governance for all Emergency and Normal change
• Participate in the review of and provide the approval of Standard changes
• Develop and maintain Release Calendar
• Provide change management process guidance

Manage day to day functions to ensure the integrity of the production environments and that correct components are released
• Define and create release deployment plans with developers and administrators
• Ensure that release packages can be tracked, installed, verified and/or uninstalled or backed out if necessary
• Work with development and infrastructure areas to ensure event plans have contingencies in place
• Ensure the integrity of a release package and its components
• Ensure that stakeholder change is managed during the release and deployment activities
• Provide application release and deployment reporting
• Create and maintain application release analysis and documentation
• Develop and maintain contingency and backout plans
• Manage release activities including event and backout planning to ensure scheduled releases are implemented with little to no incidents or problems

 Bachelor’s degree in technical discipline with 5 years of IT experience. In lieu of degree, 7 years IT experience
 Proven negotiation skills
 Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
 Knowledge of business environment, service requirements and culture

Additional Critical Skills & Knowledge Needed for Job
 Must be able to work in fast paced environment.
 Adaptability to demanding circumstances that require timely and accurate responses
 Strong analytical, multitasking and prioritization skills
 Strong collaboration and partnering skills
 Strong verbal and written communication skills with the ability to articulate complex ideas in easy to understand business terms to senior leaders
 Process skills; ability to work with Service Provider to ensure effective operations and agreed upon service levels

Blue Cross Blue Shield of North Carolina - 17 months ago - save job - block
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